Three outcomes of service recovery: Customer recovery, process recovery and employee recovery

摘要

Purpose - Based on a review of the literature, this paper sets out to suggest that an organisation'srnservice recover}7 procedures lead to three distinct outcomes; customer, process, and employeernrecoveries. The objective of the paper is to investigate the impact of service recovery proceduresrn(i.e. the way service recovery is managed and executed) on these three outcomes and their relativernimpact on an organisation's financial performance.rnDesign/methodology/approach - A model, linking recovery procedures to the outcomes ofrnrecovery and financial performance, is tested using empirical data from a detailed survey ofrn60 organisations in the UK.rnFindings - It would appear that many organisations and academic researchers have focused theirrnefforts on customer recovery and have, to some extent, ignored the potentially higher impact outcomesrnof process and employee recovery. The main finding was that service recovery procedures have arngreater impact on employees and process improvement than on customers. Furthermore, while manyrnorganisations appear to be concerned with service recovery few seem to be good at it or gaining thernbenefits of recovered customers, improved processes or recovered employees.rnResearch limitations/implications - This paper tries to encourage wider research into the impactrnof service recovery. The main limitations were sample size and selection.rnPractical implications - It challenges the way some organisations have focused their recoveryrnprocedures on satisfying or delighting customers and suggests that by doing so they are missing outrnon substantial benefits. It also suggests that many organisations have a long way to go to developrntheir recovery procedures.rnOriginality/value - This work proposes three outcomes of service recovery and finds that thernimpact of process and employee recoveries may be more significant than customer recovery.